Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase TOV Furniture Envy Paris Velvet/Acrylic Bench, Black/White and when purchasing the policy showed we can return within 30 days for free. I was sent a defective/damaged item and the seller is now refusing to provide a label for return stating they can ship me a replacement or I will have to pay out of pocket for return. Unacceptable that I would loose money to return something they shipped out knowing it was damaged. Please assist me with getting my 300 dollars back. the item is available for merchant pickup. Thanks

  Business Response

  Date: 04/07/2025

  This customer bought the items from ************ on their website. We have reached out to ***** in regard to this complaint and we are waiting to hear back from them. The 30 day return policy is their company's policy.

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place an order with TOV furniture back in September. The order was not delivered. I was contacted 3 times for a delivery notification I took off work 3 times waiting for a delivery. The company never delivered. I got in touch with *** regarding this issue. I asked them whats the protocol and a manger was suppose to get back to me regarding GMA refund or delivery. I had to travel overseas when I came back I found that they retired the items and charged me $500 return fee. I am asking for the items to be delivered or refund me the 500.

  Business Response

  Date: 02/12/2025

  BBB Team

  The order was returned minus the return shipping fees due to the carrier and TOV not being able to get in touch with the customer. 
  
  

  Customer rescheduled several times - Here are all the times they rescheduled: 
  10/11, 10/17, 10/21, 10/24, 10/29, 11/04, 11/07

  After 11/12 AM was not able to get in contact with the customer again. 
  
  

  11/18: text and phone call were made to the customer to follow up as she still did not confirm delivery nor send in a return form. 
  11/26; Another call was made to the customer with no answer.
  11/27: Another call was made and an email was sent that if we did not hear from her by 12/2 then the return process would start. 
  
  
  Never heard back from the customer so it was then handed to aftercare to initiate the return:
  
  
  12/2: emailed customer about buyers remorse return being initiated
  12/4: fees were sent over to the customer for return
  12/10: call and email were made to customer, no answer
  12/16: call was made to the customer, left voicemail
  
  
  Customer was refunded on 1/23 minus her return shipping fees and during that entire time, we never heard from her. The customer called in on 2/11 where the situation was explained to her. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here

  I took off work on October 24th. Nov 4th and 7th. Delivery didn’t come
  I didn’t revive a delivery call in the 29th.
  My husband took off work waiting for delivery in October 11th and 21.
  No calls ob 17th regarding delivery.
  I contacted TOV asking for a resolution and my understanding is that I’ll get the merchandise delivered.
  I traveled overseas for work Nov and January.
  I had no access to calls and very limited internet connection.
  I didn’t ok or agreed to the return. I wanted the furniture I ordered 5 months ago.
  This is just outrages and so unacceptable. I waited 5 months and then you return and take $500.
  I bought furniture from so many different stores and I never experienced anything like this.
  Please deliver my couch or give me my money back 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 02/24/2025

  The customer's delivery was rescheduled multiple times due to the customer not confirming the delivery date. Delivery attempts were scheduled on 10/11, 10/17, 10/21, 10/24, 10/29, 11/04, and 11/07, but the customer never confirmed. Because confirmation was required for in-home delivery, the merchandise could not be delivered while the customer was out of the country.

  
  The customer did not contact ********************** until 2/11 to inquire about the order, by which time the item had already been returned. Storing the order for two months would have resulted in storage fees exceeding $500. Additionally, our website states that if we are unable to reach a customer within 15 calendar days, the order will be treated as a return, including return shipping costs.

   

   

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 26th I purchased the Tov Arabelle Bed in King ***** It was backordered and I was alerted that it would be delivered on Jan 21st. I paid $150 for white glove delivery service to the room. When the bed was delivered it would not fit upstairs and I refused delivery. I am being advised that it will be $295 to return the bed since it is "buyers remorse". This is not buyers remorse. Since I reached out to the company they have updated the website to include additional measurements in the images that were not in the original pictures. They are also not the same measurements that the cs *** told me when I reached out. I also submitted a review on the product that stated about the abnormally large size bed that will not fit up standard stairs and magically that review never got posted. I would like a full refund on the bed. No where on the site does it list what the bed would cost to return just a "restocking fee". This is bad faith.I also purchased two trident nightstands from ********* from this brand and they both came damaged. I have such a sour taste in my mouth about this company.

  Business Response

  Date: 01/31/2025

  BBB

  The product measurements have always been available on our site, and we advise customers to measure their space as well as all entry ways  prior to purchasing. Our return policy as parts of our terms and conditions for items that do not fit , has not changed and applies in this case. We clearly indicate" If you refuse the delivery because items do not fit, you are responsible for all return shipping fees."

  Our team has been professional, but the customers repeated harassment is unacceptable. We have followed our policies transparently and remain available for assistance within those guidelines.

   

  TOV Team

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No where on the website does it say what the restock fee is. I also received a different number when I spoke to someone on istagram. It also never listed the measurements clearly or stated those were the measurements of A ONE PIECE item. All the delivery measurements for all the items are the same, nothing specific about this one piece. Item descriptions were updated on the website after I reached out.

  I have also submitted a review online that was NEVER POSTED stating how the bed was huge and did not fit up a regular staircase. I am sure this is not the first time it happened and had I seen reviews of that sort it would have stopped me from ordering it.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The table in question was purchased on 5/2 and delivered late on 5/23 for $816 total. The said table stained/damaged my rug and the furniture company declined to recognize the damage saying "No this is not considered a defect. We have not seen any claims for this issue since the table has been introduced. Our product team advised that it is incidental/environmental and not under our warranty." even though their warranty clearly states "TOV will, at its discretion, repair or replace any piece of furniture that is found to be defective in material or workmanship.". I returned the item and are still being charged a return fee of $340 which i would like waived and I am asking for TOV to repair or replace the three stains the table legs made on my rug.In addition i wrote a review about the low quality of this high priced product ( twice) and they have not posted it online, which i consider dishonest considering they mentioned they haven't received any claims since the table was introduced.

  Business Response

  Date: 06/10/2024

  BBB Team,

  The customer is complaining that the legs of the coffee table stained her carpet. However, initially she only reached out stating she would like to return the table for buyer remorse reasons. We advised on return shipping fees, which she accepted. The table was picked up on 6/6 and she emailed on that day complaining that the table stained her rug and she doesn't want to pay the return fees. The stains on her carpet were only reported after the discussion of buyers remorse. Had she indicated that being the problem from the beginning, we would have given her a solution to how to avoid the staining. Being that the table was already returned, we cannot verify that our table was the cause of this. We are unable to refund fees at this time.

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The complaint I mentioned had nothing to do with buyers remorse. I accepted the charge to return the table because of buyers remorse and was ready to pay for it.I discovered the stains when we started packing the table for the return and that is when i reported them back to ***, not after the return. I would not have pictures of the stains and the legs of the table had i not done that before the table was shipped. 

  My complaint is solely on the fact that the table damaged my rug ( please refer back to the pictures of the stains and legs. There is no coincidence in the match!) and TOV not only didn't accept responsibility even though their "warranty" covers defective materials, but proceeded charging me for a return fee.

  Thank you for your consideration. I sincerely hope that with your help businesses can respect their buyers enough to make it right when they don't deliver on their promises. 

  ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 06/25/2024

  This has been resolved. Customer was refunded in full. Please see attached receipt.

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the Lola ****** mirror from Tov Furniture on line. After we hung the mirror we noticed that when the mirror is in the off position it gives off a very bright red light which is very distracting when someone is trying to sleep. Again, there is a blue light with the bright lights in the on position , but in the off position there is a red light that is extremely bright making it hard for anyone to sleep, I called the company the next day and they said to fill out a claim form. At this point the packaging had been disposed of but I did not think anything of that. When I explained the issue the company said to fill out a claim form and I was under the impression there would be no problem in returning the item at their expense. Additionally, in every picture next to the item there is NO MENTION OF A RED LIGHT that stays on when the unit is turned OFF. A few days later I get an email from the manager saying that they will not return the item because I do not have the packaging. They also said that even if I did have the packaging it would be my responsibly to return the item. I called the Sr ******** service representative ***** who was not helpful. She said if I scrolled down on the website next to the item ( the 11th picture!!) there is a video showing this red light. Truthfully I couldn't even find the video because the scroll down arrow did not work properly on their site. Only after I was on the phone with her and tried several times did I see the video. ***** said the company would give me a $30 credit. Personally I do not feel the company has acted professionally in this situation and I would like to owner to take a look at the employees who are making the decisions here. They need to think about the description of the item ( the fact that there is no red light in the description or ANY OF THE PICTURES) I do not think anyone should buy from this company anymore. They are not professional and do not put the client needs first.

  Business Response

  Date: 12/20/2023

  BBB 

  Customer received the item as advertised and the light is a part of the item - and shown in the video. We are wanting to make this right for the customer, and are able to offer at this point $150 refund (50% of the price paid) if customer agrees to the resolution and closes out all complaints. We are limited to this offer at this time.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa in May for delivery in June. Prior to delivery the sofas price was reduced to half of what I paid. I inquired about a price adjustment and was told I couldnt receive one. Okay, so the sofa gets delivered, and my daughter notices some damage on both the sofa and loveseat the very next day. I called to report the damage, and ** told it was signed off as damage-free. (The furniture was left on the porch without a signature) Eventually, I got the customer service team to send a repair person out. The person who was sent looked at the sofa and then told my daughter that the sofa had a lot more going on than the fabric imperfections. He states that the entire frame is broken, and he recommends replacing the sofa. I called their customer service line again and was told, "How can they be sure we didn't damage the sofa?" This is utterly ridiculous! They ship broken furniture, and we have to eat ****. Keep in mind there were 2 damaged items, and they have failed to repair. Even worse, the warranty I purchased doesn't cover this type of damage, and it's over 30 days.

  Business Response

  Date: 12/06/2023

  BBB Team,

  Customer received delivery on 6/26/23 in good condition. They only reported an issue later - and the broken beam that they reported was reported more than 1 month post delivery - which could have happened easily post delivery. We are able to offer to schedule and cover the costs of a repair person to open and attempt to fix the beam. If they are able to repair it this will be covered. But we are limited to this option at this point. Please let us know if customer is in agreement to this offer. 

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As shown in the evidence the company was contacted within one day of receipt. It tooth company 1month to dispatch repair person, and it was the repair person that discovered the frame was broken. There response is not accurate based on all the documents I have provided to the contrary.These conversations began in June and went into August.

  So, lets do this again.

  1) Received the Sofas and ***** were damaged, they had fabric damage. 

  2) Had a back and forth with customer service (1 week)

  3) Eventually, they arranged for a repair person to look at the sofas

  4) The repair person arrives and points out that the sofa frame is broken, which we had no knowledge of. He recommends replacement.

  5) I call customer service and tell them that the repairman is recommended the sofa be replaced.

  6) **************** says we broke the sofa, or implied we could have broken the frame.

  We just wanted the fabric repaired, I called for fabric repair. Now, it is very convenient that after their repair person uncovers something we didn't even report it's our fault. 

  So let's review the documents again because I'm actually prepared to take legal action as I have the proof to justify a case. I'm a firm believer in electronic correspondence and as you will see I have every email attached. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 12/07/2023

  BBB Team
  As we advised previously, we have an offer open for a tech to repair the issue with the frame which would resolve outstanding complaint of the customer. Please confirm if you are accepting of this offer as this would provide a resolution as needed.

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. If they are willing to repair I accept, however if the sofa I deemed unrepairable I would like a replacement. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to purchase an item which was advertised as on sale through October 10, 2023, in a "Columbus Day" sale. The item I wanted to purchase, a "Boboli Velvet Chair" was advertised on their website at $569.05 on *****.23, at 10:57 PM local time (see the time stamp in the attached photo). When I added the item to my cart, the price went up to the pre-sale price (see time-stamped photo of the item at 11:00 PM local time). I thought it was a glitch.I reached out to the contact address to inquire about what I assumed was a glitch and received a response that the sale only went on until 11:59 PM EDT (I live on the West Coast in the Pacific time zone). Nowhere did I see where the sale was advertised as ending at the end of ***** EASTERN and, were that the case, why didn't the advertised prices revert to the pre-sale prices at 11:59 PM EASTERN? Overall, just feeling short-changed and that this was some sort of bait and switch scam. If you want to end your sale and exclude parts of the country from it, fine. Just ensure that the website reflects the correct pricing and doesn't advertise some bogus "Sale" that has ended. I would appreciate the sale offer being extended to me.

  Business Response

  Date: 10/13/2023

  BBB Team

  Our sale ended based on where our company headquarters in based - in EST time zone. Customer is asking us to extend the sale price for their time zone. Please reach out to our customer service team directly - and we will honor this request to get this discounted as a courtesy to you.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Loveseat from TOV furniture on July 4th. It was delivered on Tuesday July 25th. Upon arrival i noticed one of the legs parts being apart and one side of the velvet being a darker color. My delivery was the last stop of the day and it happened at 6pm. As soon as i saw the defects i contacted the drivers to come back but was hung up by "Am Trucking". Tried to reach back and they didn't answer. I tried to contact TOV furniture but they were closed. I immediately wrote an email and went on their website and filed a claim form. I also contacted them the fallowing morning. They advised someone is working my claim and will get in touch with me. I received a call at 3pm in the afternoon on July 26th saying that there is a process they have to fallow by the manufacturer etc. I said okay. On July 27th they emailed me saying some company will call me to get this fixed. I called and said i did not want them to fix new furniture. I demanded to speak to a Manager. She wanted me to get videos of the damages. Which i send in. At 5:57 i receive an email that both issues are okay by the manufacture and my Sofa meets all the required factory standards. They want me to pay for the shipping back or are offering me a $150 credit to keep it. I don't want a damaged piece of furniture. All i'm asking for is for this piece to be taken back and refunded and i will not pay for shipping back since it's defective.

  Business Response

  Date: 07/28/2023

  Please see photos of the item attached. We looked it over and determined that these are up to standards. Customer seems to be unhappy with our quality. The gaps are all as built and it is in good condition. We are unable to honor this claim.

  
  

  Customer Answer

  Date: 07/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The gap is not normal. As you can see in the picture. One side is perfect. The other is almost a half an inch out. **************** never offered to exchange it or anything. I'm requesting for them to return it and help at least out with the shipping charge.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/10/2023

  BBB Team

   

  As we advised previously, we looked it over and determined that these are up to standards. Customer seems to be unhappy with our quality. The gaps are all as built and it is in good condition. We are unable to honor this claim.

  
  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An order for 2 "**** Black Velvet Counter Stools" was placed on 08/16/2022 and the stools were received in the original packaging on/around 8/22/2022. The chairs were fully assembled upon arrival and their was documentation stating that their furniture has a year warranty.The chairs were purchased more for decorative purposes and are not used on a regular basis. However, I noticed a large crack in the wooden leg of one of the chairs approximately 3 months ago and it appears that the leg will eventually break. As I just mentioned, the chairs were primarily purchased for decoration meaning they are not sat in regularly and I have not cleaned or altered them in anyway so I know the cracked in the wood is a manufacturer/supply issue. Furthermore, I have a total of 4 of the "**** Black Velvet Counter Stools" and the other 3 are fine.I recently reached out to TOV Furniture via email to request a replacement and at that time a customer support agent directed me to submit a warranty clalim for the replacement chair. I submitted the form and pictures of the damaged leg on 07/08/23 and the claim was denied by ******* stating that "it falls under the manufacturer's warranty exclusions... proper care and use are essential to preserving the rights under warranty..."I never mentioned any reason to assume that the chair was improperly used or cared for. The chairs have been in my home less than 1 year so it should still be covered per their warranty. I would like TOV Furniture to honor their warranty and replace the chair because the faulty wood is a manufacturer/supply issue.

  Business Response

  Date: 07/11/2023

  BBB

  Customer reported an issue with the stool 11 months after receiving it. We are going to place an order for a replacement for this customer - at our cost including associated shipping costs. This item is on backorder - we expect the replacement to ship in approx. 4-5 weeks. This will resolve open complaint. Have a great day!

• Initial Complaint

  Date:05/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/31/23 Good afternoon, On 05/17/23, I purchased Jezebel Gray Velvet Wingback chair for $599.00. The chair was shipped on 5/21/23 per TOV customer service. However, per the attachment, Metropolitan Warehouse and Delivery did not pick up the order until 5/22 @9:54 PM EST. As of this today, May 31st, I have not received my chair. Per the tracking attachment that I received via email; the delivery has not even been scheduled. The same chair went on sale, 5/26/23 for $554.08. On 5/27/23, I asked TOV to honor the price difference of $44.92 and process a credit for me, and they refused based on a policy that is NOT listed on their website. Via an email on 5/28, they stated, " Unfortunately, we can no longer process any adjustment on this as it is beyond our policy," I asked that my request be escalated and manager ****** called me on 5/31, and denied my request for the credit of $44.92. She stated she would not honor my request because the chair was shipped before their sale date-May 26. That is only a 4-day difference and should not be a valid reason for denying my request. In addition, none of what TOV reps and manager has stated ( policy) is listed on their website. TOV has chosen NOT to demonstrate good, ethical business practice and above and beyond great customer service. This is my first purchase with TOV and it has not been a positive experience for me so far. TOV is not honoring their "Our Guarantee to You" online statement. Please do right by the customer ( me) and adjust my bill by $44.92. Sincerely,****************** Order #********* Tracking #************

  Business Response

  Date: 05/31/2023

  BBB Team, 

  We are going to refund the customer $44.92 for the difference in the price that went online for Memorial Day. This will resolve outstanding issue.

  Please allow 72 hours for the refund to be posted.

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************